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How can we improve ABP support (2) ? 🆘 #5161


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alper created
Support Team Director

We want to collect some feedback from you to improve ABP support. In this context;

❓What are your problems with ABP Support? 💡Please suggest your ideas on how we can improve them.


This topic is the ongoing topic of #4479


35 Answer(s)
  • User Avatar
    1
    rrader@wellpath.us created

    ❓What are your problems with ABP Support?

    • Some of the issues I have experienced over the years have been the following
      • Support team not reading the complete details of the ticket and ask for information that has already been given and responses are sometimes a day or two later which causes projects to start to have issues.

      • Time delay for those of us who are in the USA. In order to do screen sharing it must be late in the evening.

    💡Please suggest your ideas on how we can improve them.

    • Offer support hours to help cover the USA timezones (at least EST and CST timezones)
    • Offer priority support packages for enterprise customers that allow faster response times and escalations
    • Tell your customers what information you need (logs...etc) to help give you all the details you need to resolve an issue
  • User Avatar
    0
    hinairusu created

    One thing I would like personally is a notice that the ticket investigation has started, or even has been seen, on a post.

    I've seen one ticket today that's over 9 days old without even initial feedback on it, just a chaser by the OP.

    I've logged a P1 ticket for us today as we can't do any work with the feed out, but no idea if it's even been seen by the support team.

  • User Avatar
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    alper created
    Support Team Director

    One thing I would like personally is a notice that the ticket investigation has started, or even has been seen, on a post.

    I've seen one ticket today that's over 9 days old without even initial feedback on it, just a chaser by the OP.

    I've logged a P1 ticket for us today as we can't do any work with the feed out, but no idea if it's even been seen by the support team.

    Please send the corresponding ticket URLs to support@abp.io

  • User Avatar
    2
    Sturla created

    How about fixing the search?

    Try e.g. searching for Tiered and it will not return the Tired information I needed from the Suite creation window. I had to manually search and find it here.

    I would add a ChatGPT/OpenAPI search option to the search so we can get better assistance! I would probably also let OpenAI loose on your support/github questions and ask it to create missing information documents for you. This would be money and time well spent.

    The search only finds this

    btw there are lots of other examples of the search coming up short. I was searching for information on appsettings.secrets.json and can´t find any. I could get some info when searching the github issues and found this here so I know its ok to check it into git...

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    0
    Sturla created

    I would also allow users to comment on the documentation at the bottom! Just like you are able to do in the Microsoft docs. This will help users add more information that helps others faster and you to update the docs.

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    alper created
    Support Team Director

    I would also allow users to comment on the documentation at the bottom! Just like you are able to do in the Microsoft docs. This will help users add more information that helps others faster and you to update the docs.

    @Sturla

    Here's the link for Docs commenting feature https://github.com/abpframework/abp/issues/16891


    And for the search issue, it's already filed in our internal system and we're working on it.

    Can you pls send us detailed information about ChatGPT/OpenAPI integration with all the links you have. This sounds interesting. Send it to info@abp.io

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    0
    chrislarabell created

    I am looking for information regarding client side validation. I did a search of the support page and found a great example of what NOT to do: https://support.abp.io/QA/Questions/5133/abp-modal-razor-page-validation-issue

    How is this considered support? ABP doesn't do this, so too bad.

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    0
    rafael.gonzales created

    Hi, It would be great to only have one support website (free and commercial) to bug report issues and problems. It will help a lot to search for answers already solved for someone else. Also, it would be great to be opened to the community so anyone can answer your questions. You can add a "Private" feature where you can submit a private issue where you can discount the number of premium support tickets that we have assigned based on our license. You can also add the privilage to request a premium support but keep it open for the community too. It will help to increase the interaction between users and growth the community.

    Thanks.

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    0
    dshrout created

    I wish you wouldn't lock support questions. I'm having an authentication issue and found an existing question where the user found the solution on their own ([Unable to authenticate #4889](https://support.abp.io/QA/Questions/4889/Unable-to-authenticate)). The problem is, the user didn't give the solution. I tried to reply to ask what the solution was but the question is locked. Wouldn't it be better if the questions could remain open and become full on community conversations, much like StackOverflow?

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    mkinc created

    On three occasions I've experienced cases where on submission of a new ABP support question I get an error on the ABP support website. I'm sorry that I don't have a print screen or anything. I think the behaviour occurs once I raise a question, then immediately after submission click the 'Add question' or something button and raise another question rather than starting from scratch and using the top level question button. If you're unable to replicate let me know and please allow me to create a few dummy questions to see if I can diagnose the problem as it's incredibly frustrating since you lose the question that you composed! Thanks.

  • User Avatar
    0
    hinairusu created

    ❓What are your problems with ABP Support?

    • Some of the issues I have experienced over the years have been the following
      • Support team not reading the complete details of the ticket and ask for information that has already been given and responses are sometimes a day or two later which causes projects to start to have issues.

      • Time delay for those of us who are in the USA. In order to do screen sharing it must be late in the evening.

    💡Please suggest your ideas on how we can improve them.

    • Offer support hours to help cover the USA timezones (at least EST and CST timezones)
    • Offer priority support packages for enterprise customers that allow faster response times and escalations
    • Tell your customers what information you need (logs...etc) to help give you all the details you need to resolve an issue

    I'd like to highlight this again, as it was raised months ago as feedback for yourselves. I have a ticket that's outstanding for over 9 days now, with no update or information. I've been providing more information myself unprompted as I have no idea what you need to resolve my issues.

  • User Avatar
    1
    rogercprops created

    The 2 biggest issues I have with the support are:

    1. One line answers with no explanation or details. For example: "Add an override to the X method" and then a link to code on GitHub
    2. Similar to item 1, single line responses that are a link to documentation that doesn't answer the question and in most cases we've already read.
  • User Avatar
    1
    jpietkiewicz_ created

    The 2 biggest issues I have with the support are: One line answers with no explanation or details. For example: "Add an override to the X method" and then a link to code on GitHub Similar to item 1, single line responses that are a link to documentation that doesn't answer the question and in most cases we've already read.

    Bare-minimum support is to provide a link to documentation. Don't do the bare minimum only.

    World-class support attempts to understand what the user is asking and provide a slightly more in-depth answer, an example, or short code snippet. Strive to be world-class.

  • User Avatar
    0
    roberto.fiocchi@mcsi.it created

    Add comments or explanations to the implemented fix Example https://commercial.abp.io/releases/pr/16778

    It would be nice to have a couple lines of description on what was done for each commit https://commercial.abp.io/releases/tag/8.1.0-rc.2

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    0
    rafael.gonzales created

    Configuring the suite's project name independently from the project name would be awesome. So we can have a demo project with a solution and project name exactly like our main project but without the issue to figure out in Suites which one we are creating our entities.

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    0
    rafael.gonzales created

    Add comments or explanations to the implemented fix Example https://commercial.abp.io/releases/pr/16778

    It would be nice to have a couple of lines of description on what was done for each commit https://commercial.abp.io/releases/tag/8.1.0-rc.2

    Agree with that. I also want a better description even if It takes more time to release new versions but It would be great to get to know what are we facing in every update. Until now, I only see those kinds of descriptions and the title doesn't help too much either.

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    0
    Sturla created

    @alper

    First of all there is a difference in 0 or 1 results when going to docs from commercial or open docks. I misspelled tired and got this result https://docs.abp.io/en/abp/latest and https://docs.abp.io/en/commercial/latest/

    Then if I search for tiered I get this with the commercial one showing me 1 item but 45 "entries" (shouldn´t that be pages?)

    you should look into OpenAI if you havent already https://openai.com/blog/introducing-chatgpt-and-whisper-apis

  • User Avatar
    0
    Sturla created

    Can you make it easy to find permissions for e.g UI elements? If I had all the commercial source code it would be easy..

    Currently I have logic like this that disables functionality based on permissions. Every new version of abp.io I need to add to this because some new functionality pops up and usually in the CMS module.

    And every time I have issues trying to locate the new permissions for that UI element... last time I had to track down CmsKit.PageFeedback to remove that from the public website and to do it I had to debug through the menu creation method but that time I was lucky it was there but not in some module I can´t go through!

    Can we get a list of these permissions somewhere?

    They can´t be viewed through the Feature window

    or the Permissions window

    • It would be enough if there was an information bubble (ℹ️) next to the permission showing CmsKit.PageFeedback text on hover
  • User Avatar
    0
    Sturla created

    Please add comments to your nuget packages (interfaces if missing). Its super easy https://stackoverflow.com/a/57731750

    Currently there are none but I don´t doubt that you have comments on the methods them selfs but having them on the interfaces is also must for better self service

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    0
    cwall@wooldata.com created

    This is not helpful. We appreciate the support ticket has been refunded but there is no update, no next steps. We have put a lot of time and effort into understanding an Angular performance issue and deployed a clean solution and see the performance issue there as well. They look into the problem, see there is indeed a performance issue and just close the ticket.

    Response: I have created a new application and test it with lighthouse. It seems my test gone wrong somehow. We will do necessarry changes. I am closing the ticket and refunding your question credit. Thank you for attention.

    https://support.abp.io/QA/Questions/6897/Angular-initial-app-loading-times-are-disappointingly-slow#answer-3a118dee-233e-d92a-fa3e-2bc2e328f9be

  • User Avatar
    0
    alper created
    Support Team Director

    this topic is not for technical questions. we are trying to keep this topic clean with only support enhancements.

  • User Avatar
    0
    hanntd created

    Hi ABP Team, Does ABP plan to make videos to guide how to use Github Copilot to support application development using ABP Framework? Thanks, Dharma

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    ezarmer created

    One thing I would like personally is a notice that the ticket investigation has started, or even has been seen, on a post.

    I've seen one ticket today that's over 9 days old without even initial feedback on it, just a chaser by the OP.

    I've logged a P1 ticket for us today as we can't do any work with the feed out, but no idea if it's even been seen by the support team.

    I agree with you. It would be nice to know that someone has acknowledge the fact that we've posted a ticket.

  • User Avatar
    0
    ezarmer created

    The 2 biggest issues I have with the support are: One line answers with no explanation or details. For example: "Add an override to the X method" and then a link to code on GitHub Similar to item 1, single line responses that are a link to documentation that doesn't answer the question and in most cases we've already read.

    Bare-minimum support is to provide a link to documentation. Don't do the bare minimum only.

    World-class support attempts to understand what the user is asking and provide a slightly more in-depth answer, an example, or short code snippet. Strive to be world-class.

    Speaking of documentation. Either keep up with your documentation or hire a technical writer to do that. Documentation in general seems to be outdated.

  • User Avatar
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    ezarmer created

    For me personally, it should not matter where support comes from. Being told on Discord that I must ask my question via the support website is, well, frankly rude and unprofessional. If the community can help answer questions then it takes some burden off of the support team. So, why wouldn't you want this?

Made with ❤️ on ABP v8.2.0-preview Updated on March 25, 2024, 15:11